Rob McDougall, president and co-founder of Upstream Works has been a catalyst for change within the Call Center industry for over 15 years. With Upstream Works, he developed a successful business model that provides technology solutions to many high profile customers. To ensure that Upstream Works continues to be an innovation leader, Rob plays an active role in promoting the company through company and First Contact Revolution and Business Interaction Management evangelism, articles and various speaking engagements. Rob is the author of many of Upstream Works' White Papers. Prior to the creation of Upstream Works, Rob held the role of R&D Director for TSB International/Telco Research, where he was responsible for product development and the tactical direction of InterLynx CT, which ultimately evolved into Upstream Works' Call Management Automation Server product. In his distinguished 25 year career, Rob also served as the Product Development Manager for Perle Systems Ltd. He graduated as an Electrical Engineer from the University of Western Ontario.